Telecom Book

 Customer relationship management, commonly known as crm, is part of a late 20th-century systematic shift in the structure and strategies of corporations. It is, says Dale Renner, ceo of Seisint, a data-mining business, something that encompasses “identifying, attracting and retaining themost valuable customers to sustain profitable growth”. crm is a way of designing structures and systems so that the company is focused on providing consumers (profitably) with what they want, rather than on making products that it, the company, thinks they might want.

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The experience curve is an idea developed by the Boston Consulting Group  in the mid-1960s. Working with a leading manufacturer of semiconductors, the consultants noticed that the company’s unit cost of manufacturing fell by about 25% for each doubling of the volume that it produced. This relationship it called the experience curve: the more experience a firm has in producing a particular product, the lower are its costs. Bruce Henderson, the founder of bcg, put it as follows: Costs characteristically decline by 20–30% in real terms each time accumulated experience doubles. This means that when infiation is factored out, costs should always decline.

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